Clinical IT Service Desk Lead

Healthtech Inc; United States; Sur place; USD 65 000 - 95 000; Plein temps

Résumé du poste

Healthtech Inc. is seeking a Clinical Service Desk Supervisor to lead a multi-level service desk team in the United States. You will mentor, hire, onboard, and develop staff while ensuring adherence to HIPAA and client expectations.

This role focuses on performance metrics, knowledge management, and coordinating with Managed Services leadership for workforce planning. You will drive service quality, manage escalations, and deliver metrics-driven improvements.

Qualifications

• BS/BA in related field; 5+ years in service desk or IT support; certifications and registrations in certain areas.
• Direct staff management experience leading service-oriented teams.
• Experience with ticketing systems and change management processes.
• Excellent customer service and communication skills, written and verbal.
• Must demonstrate problem-solving and decision-making abilities.

Responsabilités

• Supervise a team of Service Desk Agents (I, II, III) and leads.
• Handle hiring, onboarding, and continued education of agents.
• Serve as internal escalation point for leads and department-wide issues.
• Lead regular team meetings and drive quality benchmarks to meet SLAs.
• Oversee call assignments, scheduling, and adherence within the team.
• Ensure HIPAA compliance and effective knowledge management.

Connaissances

Service desk leadership

Staff management

IT support

Customer service

HIPAA awareness

Formation

BS/BA degree

Outils

Ticketing systems

Description du poste

Healthtech Inc. is seeking a Clinical Service Desk Supervisor to lead a multi-level service desk team in the United States. You will mentor, hire, onboard, and develop staff while ensuring adherence to HIPAA and client expectations.

This role focuses on performance metrics, knowledge management, and coordinating with Managed Services leadership for workforce planning. You will drive service quality, manage escalations, and deliver metrics-driven improvements.